nSight's Outsourcing Services Cure a Global Company's Documentation Woes

Clearly written, complete, and easy-to-use documentation is important to any industry, but especially to the medical device industry.

If documentation is inadequate, end users may misuse the equipment, which can result in incorrect diagnoses, injuries, or even death to patients. Improper documentation may result in legal action, a loss of business, and a damaged reputation. At the very least, it is likely to increase technical support costs, because those who lack the time or ability to decipher documentation will rely instead on technicians.

The Situation
Our client’s documentation package consisted of 35 pieces that covered installation, service, training, and end-user support. It included hard copy documentation, a CD, a videotape, and quick reference cards. Key components, such as the user guide and the cards, were translated into 21 languages and distributed worldwide. This documentation package proved to be so overwhelming that very few people consulted it, with the exception of the company’s clinical specialists, who used it to train end users such as sonographers, physicians, and system administrators.

The Goal
The client’s goal was to improve the overall quality of the documentation by addressing content, size, usability, and timely delivery with the expectation that this would lead to greater customer satisfaction, fewer technical support calls, and reduced operating costs.

The Decision
Recognizing the need for a new approach, the client decided to outsource the development and management of its documentation. It retained nSight in March 2001 to establish and manage a new documentation process and to work with in-house content experts to write and produce a new documentation package. nSight was to review materials, manage change, provide quality assurance, and integrate usability results. nSight was also asked to provide strategic consulting on instructional design, presentation, and delivery methods.

The Team
Drawing from its large pool of talented technical communicators, nSight carefully selected an 11-person team to work on the account. The DocuTeam consisted of four technical writers, two project managers, an account manager, a technical editor, an instructional designer, an interface designer, and a CD-ROM/Web developer. They worked both on-site and off-site on a flexible schedule that was geared to project needs.

The Solution
After conducting extensive qualitative and quantitative research throughout North America and Europe, the client and nSight developed goals and plans for the new documentation package. Together, they recognized that they could reduce the number of pieces from 35 to no more than 8 focused pieces that would be much easier to use and consequently would be used more often. nSight eliminated redundancy by combining many documents, most importantly the user manual and training materials. The new documentation produced by nSight relies heavily on graphics for its visual appeal, instructional value, and ease of use in a global market. The greatly reduced word count has resulted in a corresponding reduction in translation costs. The use of electronic media, such as an interactive CD-ROM and the client’s intranet, means that the new documentation system is delivered easily, updated regularly, and sent to end users worldwide almost instantly.

The Results
Our client has already realized the following benefits:

• A reduction of on-site customer training from two or three days to just one day.
• A financial savings. In addition to saving on the cost of producing documentation, our client is saving on printing, technical support, and training costs.

Continuing Success
Based on nSight’s success developing new documentation, our client will rely on nSight for its documentation and multimedia services. In addition, a start-up division has contracted with nSight to help it launch its new products.

For client references, please contact Nicole Cerimeli, Manager of Documentation Services, at 781-273-6300 or ncerimeli@nSightWorks.com.